Full Job Description
About the Role
Gatik is looking for a technical, high-performing Sr. Field Service Team Manager to build, empower, and lead a team of Field Service Technicians in maintaining high vehicle availability and operational safety. In this role, you will oversee market technical execution, manage autonomous system upfits and end-of-line improvement initiatives, and validate standard work instructions for vehicle retrofits. Reporting to the Director, Fleet and Maintenance Strategy, you will partner closely with local fleet managers and Techops teams across Hardware, Software, and Autonomous Vehicle Integration to rapidly resolve complex technical issues. You will be instrumental in maintaining rigorous safety and quality standards while driving fleet reliability across field operations.
This role is remote, but travel is necessary to our sites throughout North America.
What You'll Do
• Team Leadership & Operational Execution: Recruit, manage, and empower a high-performing team of Field Service Technicians, directing daily operations, performance, skill development, and career growth while fostering a culture of accountability and safety.
• Engineering Liaison & Support Architecture: Establish a field liaison program and tiered escalation framework to bridge communication between frontline technicians and central TechOps, driving rapid root-cause analysis and actionable feedback to engineering.
• Fleet Maintenance & Optimization: Partner with engineering to diagnose underperforming fleet assets and implement targeted maintenance strategies to maximize uptime, lower MTTR, and resolve recurring issues.
• Autonomous Upfits & System Validation: Oversee physical upfits and End of Line (EOL) verification for compute, sensor, and hardware suites to ensure vehicles are fully operational before deployment.
• Campaign Execution & Standard Work Documentation: Execute field vehicle campaigns and retrofits, establish clear standard work instructions, and train new maintenance vendors on operational standards.
• Quality, Safety & Regulatory Compliance: Enforce safety protocols, PPE usage, and workspace cleanliness while ensuring full compliance with DOT and FMCSA regulatory standards.
What We're Looking For
• Experience: 5+ years of hands-on experience in technical field service, commercial fleet maintenance, or automotive/hardware technical operations, with at least 2+ years in direct people management.
• Team Leadership: Proven track record of hiring, mentoring, and managing technical teams of technicians or diagnostic mechanics.
• Technical Escalations & Cross-Functional Work: Demonstrated ability to manage complex technical escalations and collaborate effectively with hardware and software engineering teams.
• Upfit & Campaign Experience: Hands-on experience with vehicle upfits, sensor/hardware integration, end-of-line verification, and technical campaign/retrofit execution.
• Technical Documentation: Ability to author clear standard operating procedures (SOPs), work instructions, and step-by-step technical documentation.
• Diagnostic Expertise: Deep familiarity with vehicle diagnostics, electrical systems, CAN bus/telematics, and troubleshooting tools.
